MTT voice robot will call a doctor to the house

2022: Call the doctor to the house using the MTT voice robot

On March 29, 2022, the company MTT"," provider intellectual a business solution, announced that it had developed a digital assistant for one of medical the clinics in - Komsomolske-on-Amur. KGBUZ "City Hospital" named after M.I. Shevchuk of the Ministry of Health of the Khabarovsk Territory The solution from MTT will not only unload, but also call center hospitals improve the quality of work with patients' appeals.

As of March 2022, the Regional state budgetary Institution health care named after M.I. Shevchuk includes two hospitals, two adults and two children. With policlinics the beginning pandemics , the medical complex was faced with an increased number of calls on a doctor's call to the house. At the same time, it was necessary to distribute calls to responsible employees in different departments - outpatient clinics, hospital, registration - in manual mode.

MTT specialists created a voice robot for the hospital on the VoiceBox platform, which took on logical processing and intelligent call routing. Now it is the digital assistant who receives and distributes calls, and patients of the clinic can call a doctor at home without a long wait on the line. At the same time, the clinic staff had more time to solve specialized problems.

When a call is received, the digital assistant instantly starts the voice menu based on a logically developed scenario. Robot records the physical condition of the caller according to several parameters and determines further possible actions of doctors to provide the help patient. Depending on the circumstances and load, hospital staff will be able to independently change scripts in their personal account and adapt to robot current needs.

"We are pleased to provide assistance to one of the hospitals of the Khabarovsk Territory, for which our specialists were able to quickly select a non-trivial scenario for call processing. Voice robots based on VoiceBox have long been used in various business sectors, and recently, medical institutions are increasingly turning to our solutions. The voice assistant can receive thousands of calls, while processing information not thoughtlessly, but analyzing the current load of clinic specialists and correctly distributing calls according to the existing schedule, "- commented MTT Commercial Director Ramil Bikkuzhin.

"In terms of technical implementation, there are interesting points in call processing logic in this case. So, if the patient's body temperature is more than 38 degrees, but less than 39, then the robot goes along one branch, and if the temperature is more than 39 degrees - along another branch, " explained the head of the department of medical information technologies and telemedicine KGBUZ "City Hospital" named after M.I. Shevchuk Bella Yugay.

In addition to body temperature, the digital assistant from MTT learns how mobile the patient is, his gender and the presence of pregnancy, and then decides whether to call a doctor at home, transfer the call to Ambulance or offer an independent visit to the clinic.

In the first case, the voice assistant finishes the script by issuing an application at the patient's address and transmits it to the hospital staff.

"The voice assistant frees staff time to target clinic visitors, speeds up the process of providing care, helps generate reporting and statistics on appeals. It is also important that the introduction of a voice assistant leads to a reduction in stressful situations for patients, as calls are processed instantly, and people do not have to wait for the operator to be released, " commented on Valentina Zhelevskaya, deputy chief physician for polyclinic work.

The MTT VoiceBox platform allows you to assemble a robot depending on the specifics and needs of a particular organization. The platform interface is simple and intuitive. Any specialist without programming skills can work in it.